When Delia* finally received an email from her travel agency in Australia confirming her return tickets from Ecuador, she felt that the dozens of emails, and the almost ten thousand dollars she had paid to be able to change her flights, had been worth the pain.
She thought she would be able to return safely to Australia with her husband and their two young daughters in a matter of days. But this was not to be…
"Friends in Ecuador started messaging me, saying, 'they are not flying you anywhere, Latam [Airlines] already announced they cancelled all flights six hours ago!'."
Delia tells SBS Spanish she was shocked.
Hours before Flight Centre sold her the tickets, the Ecuadorian government had announced the closure of its borders, and Latam Airlines cancelled its flights.
But this did not prevent Flight Centre in Australia from charging her A$9644 for the date change of four airline tickets that were already purchased.
"They didn’t know! Six hours after Latam had cancelled all their flights, [Flight Center] sold us some tickets that were useless, and took $10,000!”.
The coronavirus pandemic has left hundreds of Australians stranded in various South American countries without money, without being able to speak the local language, and without consular assistance.
“These drastic decisions [to close the borders] were made not only in Ecuador, but also in Peru, Chile, Argentina, with little notice. It was a snap announcement,” Delia explains. She fears for her and her family’s safety in a country that is practically militarized.
"In other countries they gave people notice, like a week or two, but here, only two days."
"In those two days, everyone went crazy trying to get out, and all the airlines cancelled 90 per cent of all flights at the same time. That should be illegal; they should penalize the airlines!” Delia complains.
"How is that allowed when all South American governments have given one day, two days, to close the airports? How are allowing the airlines ... to leave us all dumped here?".
Delia's family is one of the lucky ones. Delia and her husband have lived in Australia for 20 years, but they are Ecuadorians by birth. They have room and board in Ecuador, so they are "relatively well." They can use the telephone and connect to the internet, but their case is exceptional.
Delia says that the environment in Ecuador is currently disturbing and volatile. She feels for other confused and vulnerable Australians, as she explains it’s easy to misunderstand what is going on.
"We are in complete isolation. No one can leave, and there’s a curfew. The police and military are circling neighbourhoods. On the television they say they are more than 20,000 soldiers on patrol, in Quito alone,” she explains.
"They change the legislation [and the curfew time] by the minute, so there were people out on the street because they had gone to work ... 90 cars were seized, and a few people have been jailed."
Panic and isolation have generated confusion and disinformation in Ecuador. Delia says there’s talk about some Latin American governments’ plan to isolate COVID-19 patients in the same hotels where tourists are staying.
These rumours and fears are catapulted by the excessive actions of the authorities there. Videos have emerged of dozens of Ecuadorian security forces vehicles blocking the runway at Guayaquil airport on Friday, to prevent two international flights from Europe from landing, alleging they were ‘potentially carrying the coronavirus’.
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The smartraveller.com.au Facebook page, the government service to help Australian travellers abroad, is overflowing with stories of Australians requesting consular assistance to no avail.
Many tell of Australian consulates not answering phone calls, of people who ran out of money after spending hours trying to reach airlines, travel agencies, consulates, even DFAT’s emergency line, which also puts callers on hold.
Delia has reached out to other desperate Australians trapped in Latin America to offer support. She says what shocks her most about the stories, is the lack of attention and coordination between authorities.
“There was a family that was traveling with a seven-year-old boy, and they were allowed to leave Australia to Peru, despite knowing that Peru and all the other regions here were closing their borders, and they let them out!
“They arrived in Peru, they were let through customs, and they entered the country. And when they got into a taxi, and the taxi is taking them to their hotel, the taxi driver tells them that he is surprised how they were allowed in, because the borders were closed and they are now unable to leave!” Delia says in disbelief.
"I understand the distress they must be feeling. They have arrived in a country where they do not speak the language, no assistance, and now they are locked in a hotel."
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When Delia sought the assistance of the Australian consulate in Ecuador, she also found no response.
"You call the consulate here [in Ecuador] and a girl answers in Spanish," she explains.
"She then tells you that the Consul was traveling overseas in Europe and that he is in self-isolation upon his return.
“Poor Australians who don't speak Spanish, because they don't have anyone to talk to!”
Delia says that she asked the consular staff to at least speak to the Consul, to give him the data she had collected on the Australians stranded in Ecuador, but this request was denied.
When Delia threatened to go to the media to denounce the lack of consular assistance, embassy staff in Ecuador agreed to contact the Australian Embassy in Chile. But Chile's response was equally appalling.
"I got a call back to tell me that the Embassy in Chile had no time either ... that they were not going to assist anyone, because they are also closing because Chile also shut [its borders], and they were sending everyone back.”
“How can you, as an Australian, call the Australian Consulate and have it answered in Spanish? I understand Spanish, but imagine the others… not even an email, nothing!”
SBS Spanish contacted DFAT to ask what consular assistance they were providing Australians in Latin America, and enquire why no one speaks English at the Australian consulate in Ecuador.
DFAT did not answer our questions. Instead, a spokesperson sent links to a general statement published on the Internet that reads:
“Our ability to provide consular services may be limited due to restrictions on our movement. The health and wellbeing of Australians overseas, including our staff, is our highest priority. Arrangements are in place to continue to assist those in genuine need.
“If you’ve decided to return to Australia and you’re concerned about whether you can due to border restrictions or flight cancellations, you should first try to contact your travel agent, accommodation and transportation providers before contacting the embassy, high commission or consulate.”
It is a response that many consider unsatisfactory.
“It seems ridiculous to me. How is it that Scott Morrison and DFAT and smarttraveller.com constantly say on the news, ‘come back, if you stay there it’s your fault’. I mean, it's a mockery!”, Delia complains.
Screenshot, smartraveler.com.au facebook page. Source: Screenshot, smartraveler.com.au facebook page.
"All of us Australians have been trying to return and have exhausted all our means, even our finances!"
A number of charter flights departing from several Latin American cities to Australia in the coming days are being published on the smartraveller.com.au Facebook page.
Two emergency flights are expected to arrive in Argentina and Peru next week to rescue stranded Australians, including diplomatic personnel. Passengers must pay $5000 for the return ticket.
Hundreds of Australians are also trapped on cruises in Argentinian, Uruguayan and Chilean waters.
SBS Spanish sought comment from Latam Airlines and Flight Center, but neither answered our questions.
Latam has published a series of statements on its website stating that it will take a series of measures to help passengers with purchased tickets.
"The company announces commercial flexibility for its customers, and will assist with the rescheduling of its flights without additional charges," the statement reads.
But for Delia, the reimbursement of thousands of dollars spent on cancelled hotel reservations and airfares is not coming soon enough.
"I am still writing to them, asking: when will you return [the money]? I have no money, we need to eat!’”
The answer? Please wait.
"We have already processed your request, we do not know, it will take some time..." Delia is told.
Delia, and all the other Australians, just want to come home.
*Delia did not want to be publicly identified with her full name.
